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SHIPPING & TRACKING
TRACKING HELP CENTRE
Find answers about tracking numbers, split shipments, Australian delivery updates, delayed tracking and delivery issues.
How do I track my order?
After your order has been shipped, you will receive an email containing your tracking number.
You can use the tracking number on our Tracking Page to view your shipment progress and order details in one place.
You can also log in to your InfinityMist member account to view your order and available tracking information.
Tracking email reminder If you don't see your tracking email, please check your inbox, spam, junk or promotional folders.
How long does order processing usually take?
Orders are usually processed within 1–3 business days after the order has been successfully submitted.
Processing time is separate from the delivery time. Once your order has been shipped, a tracking number will be provided so you can follow the shipment.
How are orders shipped if I purchase products from different warehouses?
If an order contains products fulfilled from different warehouses, the order may be shipped in multiple packages.
In some cases, the system may initially provide only one tracking number automatically.
If additional tracking numbers are available, our customer service team may follow up by email with the remaining shipment details.
Check your email Please also check your spam or junk folder in case additional tracking information has been filtered.
Additional shipments may also be tracked through third-party tracking services such as 17TRACK when appropriate.
How do I track my package in Australia?
For orders shipped from our Australian local warehouse, tracking information can be viewed through our website tracking page or your member account.
AU Australian Local Delivery
Australian local warehouse shipments are typically carried by Australia Post. Once the parcel enters the Australia Post network, delivery progress and tracking updates are subject to Australia Post's official tracking system.
You can also check the latest delivery information directly through Australia Post Tracking .
Why hasn't my tracking information updated?
Tracking information may not update immediately after shipment. A short delay can occur while the parcel is being transferred between facilities or while the carrier system updates its records.
If there has been no tracking update for more than 5 business days, please contact our support team with your Order Number so we can assist you.
What should I do if my package is delayed?
First, check your latest tracking information to see whether the carrier has provided a new update.
If there are no new tracking updates for more than 5 business days, please contact our customer service team with your Order Number.
Our team will review the shipment information and assist you with the next steps.
What if my package shows as delivered but I haven't received it?
If your tracking status shows Delivered but you cannot locate the parcel, please first check:
- Around your delivery address
- With household members or neighbours
- Any safe-place or delivery location indicated by the carrier
- Your local post office or carrier service
If the parcel still cannot be located, please contact our customer service team as soon as possible with your Order Number and tracking information.
I received my order but some items are missing. What should I do?
If your order arrives with missing or incorrect items, please contact our support team as soon as possible.
Please provide:
- Your Order Number
- A description of the issue
- Clear photos of the package and products received
This information helps our team investigate the issue and provide the appropriate solution.
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